00460nam a22001217a 450000500170000000800410001702000180005804000080007605000220008424501660010626000450027230000210031720230816114830.0230816b        |||||||| |||| 00| 0 eng d  a9781111307738  cKSG  aHD9980.5F673 2012  aManaging Quality Services in hospitality:How organizations achieve excellence in the guest experiencecRobert C. Ford , Michael C. Sturman and Cherrill P. Heaton  aAustraliabDelmar Cengage learningc2012  axxvi,billc24cm